ASPIRE GSC – Service Desk Level 1/Level 2 Analyst

📋 Description

• Serve as the first point of contact for technical support via phone, email, or chat.
• Log and manage incidents, service requests, and queries in the ticketing system.
• Perform initial triage, diagnosis and troubleshooting for IT issues, including hardware, software
• Escalate unresolved issues to higher support levels or specialized teams as needed.
• Provide support for user account management, such as password resets and access requests.
• Ensure timely resolution of incidents in line with Service Level Agreements (SLAs).

🎯 Requirements

• Minimum of 2-5 years of experience in IT support
• Experience in a service desk support role
• Strong understanding of IT infrastructure, systems, and troubleshooting methodologies
• Experience with service desk management tools (e.g., ServiceNow)
• Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred
• Strong communication, interpersonal, and problem-solving abilities

🎁 Benefits

• Share in our success with our Quarterly Performance-Related Profit Share Scheme
• Strong Career Progression & mentorship coaching through our Strength in Balance &amp
• Flexible/remote working
• Financial Wellbeing initiatives including Version 1 Pension with a 5% employee-matched
• Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness
• Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave